We offer a 14-day refund policy on all unaltered, original condition merchandise. Unfortunately, we can’t offer you a refund or exchange on anything custom made or fitted such as bridal gowns. In other words if it’s custom and made just for you – it is a final sale, that includes deposits and paid final balances.
We do everything we can to make sure you are happy with your garment throughout the entire process. If you find yourself not satisfied at ANY point we are more than happy to do any alterations or changes until you are beyond pleased with the final product.
Online Orders Only:
You have 7 days to cancel your online order; if those days pass your deposit will be non-refundable and you will be subject to the following:
NO REFUNDS ON CUSTOM ORDERS. We are not responsible for any discrepancies in measurements and sizing. We rely on you to provide the most accurate measurements to your ability. We can provide detailed information on how to do this; just ask! We also recommended enlisting a professional tailor to measure you if you are outside the Victoria area.
Non-Custom Orders: Alterations are the buyer’s responsibility for non-custom orders. Make sure you order the correct size if that option is available to you.
Partial refunds are granted for all other items with a valid reason. If you feel extremely dissatisfied with the quality, style, fabric, colour etc. Please notify us within 5 days of receiving. If your claim is warranted we will accept returns at your expense. We must receive the item within 20 days, then we will process the refund less original shipping and 20% restocking fee.
No refunds for damages or losses during shipping. We will do my best to ensure safe arrival of your item and investigate any claims of non-arrival.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We love that we offer one-of-a-kind, made to order pieces and if you’re ordering with us we sure you do too. For that very reason, we cannot offer exchanges. See above section on returns if you think you need an exchange.
To return your product you must have an approved return request from Elise Tonn Designs, you should mail your product to #9A-2064 Henry Ave, Sidney, BC, V8L 5Y1, Canada.
You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item back worth over $75, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we don’t guarantee that we will receive your returned item.